ARCHANA G SERVICENOW ADMIN

garchanaservicenow@gmail.com

SUMMARY
 7 years of experience in ServiceNow, QA tools, ITSM applications.
 Currently working as a Service Now Admin, worked on ITSM modules of ServiceNow.
 Knowledge on Inspire designer (ICM tools).
 Good understanding of ITIL V3 processes.
 Worked in various ServiceNow modules like Service Catalog, Knowledge Management, Change Management,
Incident Management, CMDB, Asset etc.
 Understanding of Client and Server side scripting (Business Rules, Scheduled Jobs, Transform Maps, UI
Actions, UI Policies, Client Scripts etc.)
 Involved in creating Out of the Box functionality for Incident, Problem and Change Management to meet user
requirements.
 Have been involved in Configuration for Companies, Roles, Groups, People and other configurations.
 Managing and administering ServiceNow users, groups, and all the various roles.
 Created and maintained documentations related to design, development tracker, release deliveries.
 Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item
relationships.
 Designed excellent SLA Reports/ dashboards and presented correct decisions independently based on what
different kind of visuals would make sense for the business.
 Interacting with development, testing and integration team to get defect to closure.
 Strong analytical and problem-solving skills with the ability to clearly interpret and communicate facts and data.
 Hard working, highly motivated, and reliable individual with a constructive approach to the business, client and to
other team members.
 Aptitude for learning and rapidly mastering new applications and technology, ability to work under pressure and meet
deadlines.
 Strong work experience in different software development cycles like Water fall, iterative development & Agile.
 Involved in creation and modification of various Business Rules/Script Includes/Client catalog script/Client Script/UI
Policies/UI Actions/UI Scripts etc.
 Good Knowledge of ITIL V3 and ITSM best practices. Experience with ServiceNow integration using SSO,
LDAP, MS Active Directory, ADFS, and web services integrations.

TECHNICAL SKILLS

ITSM, ITIL, ITOM(Discovery, Service Mapping, Event, Cloud

ITIL
Management),ServiceNow, CMS, SCR, SAM, and LDAP
Programming Languages C, C++, Java, ASP.Net(C#), SQL
Web Technologies XML, HTML, JavaScript, CSS, PHP
Software Methodologies SDLC, Waterfall, Agile
Databases Oracle 10g, MySQL
Database Tools SQL Client, SQL
Web/Application Servers Web Logic 10, Apache Tomcat
IDE Eclipse
Tools and Packages MS Office, MATLAB
Operating Systems Windows, Linux

EDUCATION

Master of Science: Computer Information Sciences

 Western Illinois University - USA.

WORK EXPERIENCE

ServiceNow Admin | Invitation Homes | Dallas, TX | Nov 2019 – Present

Project Description: CMDB and Discovery Congratulations and Maintenance
In this project we used out of the box CMDB module as Client was licensed for ITOM and configured it through
Discovery schedules, a mid server was setup to support Discovery schedules. When a computer is connected
to office network Discovery schedule is run and CIs are added or updated based on the unique field/coalesce
field.

To support the work from home situation during Pandemic we setup a new Discovery schedule to run when
devices are connected to network through VPN as well. There were multiple tables we worked on primary tables
are cmdb_ci, cmdb and cmdb_rel_ci.
Key Contributions:
 Performed day-to-day administration of the ServiceNow Service Mapping tool, including mapping additional
defined business services into the tool.
 Increased add-on sales by promoting and implementing ServiceNow along with its ITSM (Incident, Problem,
Change) and ITOM (Discovery, Service Mapping) modules for customers.
 Added users, groups, roles in ServiceNow application and raised firewall requests involving communication between
MID server and various other nodes.
 Perform day to day administration of the ServiceNow system, including making approved changes to process and
workflows in ITSM, CSM and ITOM modules.
 Moved Update sets from one environment to another environment.
 Responsible for deploying the customizations into Production from Development using the Update Sets.
 Maintain effective communications with customers, other technology specialists, and vendors
 Involved in managing system configurations, gathering, and documenting user and process requirements, designing
new incident checklist and quality assurance
 Checking discovery log for warnings, errors and troubleshoot them.
 Create Incident/Problem tickets in ServiceNow to resolve known issues
 Manages data with Tables, the CMDB, Import Sets, and Update Sets
 Maintained Change Record via google docs for future reference.
 Implement changes and make sure they are completed successfully and on time.
 Provided 24/7 Network support activities
 Analysis of incident response timelines for gaps and improvement opportunities
 Created functional and technical specifications documents for various ServiceNow modules.
ServiceNow, ITSM, JavaScript, XML, Waterfall, Agile, ITOM (service mapping tool), CMBD, Discovery, HTML,
LDAP, SQL client.

ServiceNow Admin | Sonicdrivein | Oklahoma, OK | Sep 2018 - Oct 2019

Project Description: Build Dashboards for automated health check.
Health Dashboard Environment: feature shows and notifies you when one of your integrations is not working
properly by using CMDB and also ITSM .Instead verifying all the single components of an integration, this add-on
verifies the outcome of the integration. This is achieved by validating whether the minimum set of data has been
delivered what normally you should expect. Within a couple of minutes you can add another integration to be
monitored. Just by specifying the name, table, encoded query and threshold value. 
This add-on is straight forward and easy configurable and added significant value to one of my customers. The
solution contains a Dashboard, Report, Schedule, Script Include, Event register, Email script and
Notification. No new fields or tables are created or amended to avoid license costs.
Key Contributions:
 Gathering Business and Technical gathering Business and Technical requirements from customer for development
of the ServiceNow Customizations.
 Utilized JavaScript to deliver solutions that automate and audit business processes using Business Rules, Client
Scripts, UI Policies and UI Actions.
 Performed Service Catalog/Change/Incident/Service Level Management Implementation.
  Create, modify, and publish Workflows for multiple applications based on requirement.
 Moving data in and out of an instance using import sets and transform maps and auto import of data into
ServiceNow.
 Create scheduled jobs to run scripts automatically and make required changes or trigger notifications
 Created multiple Reports, Interactive Filters and Dashboards.
 Worked on Inbound Email Actions and made changes to records in the target table as per Business needs.
 Worked on various defects which occurred before and after migration of work and fixed them.
 Assisted client IT personnel in performing ServiceNow Discovery processes and troubleshooting the errors
that arise.
 Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem,
Knowledge, Service Catalog, CMDB in ServiceNow.
 Prepared and deployed releases into the ServiceNow environments using Update set tracker and Chang
management process.
 Conducted unit testing and install new modules, releases, and version upgrades.
 Involved in LDAP integration with ServiceNow for obtaining users and groups.
 Extensively worked on CMDB, Configuration Items (CIs), CI relations and Mid Server.
 Worked on DISCOVERY and set up mid servers and check for the connectivity.
 Created complex dashboards using Performance analytics module to analyze threats and incidents.
 Worked on Compliance, Correctness and Completeness rules and created Remediation tasks for the defective CI’s.
 Worked on building Service Request Catalog using Flow designer designing and building workflows.
Environment: ServiceNow, ITIL, HTML5, Java script, glide script, HTML, CSS, Integration, Web Services,
discovery, CMDB, LDAP.

ServiceNow Admin | Warner Media | Atlanta, GA | Aug 2017 - July 2018

Project Description: AnalyticInsights.life : Task SLA Starter Pack
This offering contains Performance Analytics content, similar to the out of the box Content Packs. The content is
deployed to your system by downloading the XML file, and loading it as an Update Set. This content is provided
at no cost by PerformanceAnalytics.life and is intended to get client's started using Performance Analytics to track
SLAs outside of Incident Management.
Key Contributions:
 ServiceNow administrative duties such as ServiceNow instances readiness, Basic configuration settings, Banner
updates.
 Involved in Hi Portal activities with ServiceNow support team.
 Foundation data Configuration for the Users, Departments, Locations, Companies.
 Configuring Roles, Email Notifications, SLA definitions as per the requirement.
 Worked on Reports and Dash boards creation.
 Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring
Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations.
 Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, UI
Macros, Script Includes, Business Rules, custom tables, workflow administration, report setup, and data
imports and exports.
 Worked on ServiceNow Agile Management Module for the overall project tracking by creating Releases, EPICS,
Sprint and User Stories and release deployments.
 Handling Day to day activities on Incident Module to resolve the issues.
 Involved in configuring the ITSM modules for Incident, Change, Problem and SLA’s.
 Configured the Service Catalog item and WorkFlows as per the requirements.
 Moving Update Sets from Dev to UAT and UAT to Production instances.
 End to End Functional Testing of the functionality.
 Ability to work with Onshore and Offshore model.
Environment: ServiceNow, XML, Java, Mule soft, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, MS SQL
server.

ServiceNow Consultant | Aruba | India | Jul 2015 - Jul 2017

Project Description: Multiple level Knowledge Base categories using expandable panels
This widget enables showing up to four levels of categories for the knowledge base.
It is based on similar service catalog widget in share, which several people have wanted a KB version of: Catalog
categories using expandable panels.
Key Contributions:
 Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's,
Reporting etc.
 Core Application Administration: Policies Interactions, Application Security, Events Notifications.
 Managing client scripts, UI policies, UI actions and Data policies.
 Integration of ServiceNow with BMC Remedy for ticket creation on change submit.
 Defining Service Level Agreements SLAs, notifications, and reports.
 Develops new applications from beginning to end.
 Maintains existing applications. Creates code that meets system standards.
 Integration of service now with LDAP for authentication.
 Integration of Service Now with BMC Remedy for ticket creation on change submit.
 Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
 Recommends appropriate design alternatives to be implemented based on customer constraints.
 Develops conversion plans and procedures.
 Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation
strategy.
 Migration of customizations from one instance to other instance.
 Ongoing Maintenance.
 Generating weekly reports and metrics for IT Management.
 Worked on creating users, roles, groups and load the data into ServiceNow objects using import sets on daily,
weekly, monthly and on request basis.
 Created many standard workflows which are being re-used and propagated.
Environment: ServiceNow Eureka/Fuji, XML, SQL, SLA, DISCOVERY, HTML, LDAP, JavaScript, Windows.

ServiceNow Admin | Genpact | India | Jun 2014 - May 2015

Project Description: Add to Update Set Utility
A global UI Action for admins that will add any record (plus attachments & translations) to the active update set.
In the case of multi-scope record sets, the UI Action will automatically generate appropriate update sets in each
application scope, bundling them under a batch update set for simple promotion to other ServiceNow instances. 
Key Contributions:
 Working with client and functional requirements within the ServiceNow Platform.
 Facilitating country roll out of new applications and modules.
 Implement ServiceNow customization including, but not limited to Client Scripts, UI Policies, UI Actions includes
Business rules, Workflow administration, report setup, Data imports & Exports.
 ServiceNow application development: including Creation and Configuration of service catalogs, Email Notifications,
Data Imports & Exports, Reports.
 Experienced in the Analysis, Development and Automation of various ITSM Processes including Incident
Management, Change management, Asset management, Service request.
 We also provide Semi managed service to clients for administering their Service desks that has been implemented.
 Created Buttons, Context menus both on Form and Lists UI actions, designed many email templates by using
HTML and used them in Notifications.
 Worked with windows team, Network team, Asset team in order to check for the data collected through discovery id
accurate.
 Configured chat functionality for service desk ticketing queue and created Transform maps for importing CMDB
data.
 Documented business processes, functional requirements, conducted information flow analysis, process modeling
within and across multiple business streams.
 Written scripts and invoked them in Business rules and client scripts imported active directory to ServiceNow using
data sources.
 Created data sources and loaded the ServiceNow tables with different data formats, created transform maps both
automatic field mapping and scripting, worked on Asset management and loaded the data into it.
Environment: HTML, CMDB, ITSM, ServiceNow, MS Office, Windows Server 2003, SRM 2.x, MS-SQL Server,
BMC Remedy 7.1 p3 ITSM 7.0.3.